Dispute Specialist

• 6+ months of experience investigating and resolving credit card disputes, fraud, or chargebacks, following chargeback network regulation guidelines and Regulation Z compliance
• Direct experience and knowledge of Mastercard dispute and chargeback guidelines highly preferred, experience with Visa, Discover, or American Express guidelines is sufficient
• Knowledgeable in Regulation Z timelines and requirements under the Truth in Lending Act
• Excellent verbal and written communications skills and interpersonal skills

• Credit Management
• Credit Card Collections
• Financial Audit Investigation

• Experience resolving digital wallet transactional disputes, familiarity with navigating complexities of PAN and DPAN codes
• Strong knowledge of Mastercard network guidelines, chargeback procedures, and chargeback reason codes highly preferred
• Experience resolving fraud and non‑fraud related disputes

Insight Global is seeking Agents and Investigators with a strong background in Credit Card Disputes to join our client's back office customer disputes resolution team for a large, tech‑forward consumer credit card. Our client is a prominent global bank partnering with Mastercard. As an agent, you will investigate a variety of customer scenarios and take action to resolve issues and inquires following Mastercard rules and guidelines as well as US Regulation Z compliance.

Dispute scenarios will be fraud and non‑fraud related.

• Investigate and resolve customer card transaction disputes received by the front office team through phone, chat and automated intake channels
• Communicate accurate resolution to customers
• Apply a working knowledge of regulatory requirements and industry recovery knowledge to all cases and ensure adherence in aspects of research and resolutions responsibilities
• Act as a SME on process and procedure while recommending appropriate enhancements